Preauthorization management system

ABSTRACT

A preauthorization management system. The preauthorization management system allows a health care provider to submit a preauthorization request and track the status of the preauthorization request until a final determination is reached. Once a request has been submitted, the preauthorization management system monitors the status of the request until a final disposition is reached. The preauthorization management system documents the submission and determination process to provide a record that may be used to show an event or outcome occurred. The preauthorization management system offers a simplified and uniform system for managing preauthorization for health care services that reduces or eliminates the need for health care providers to learn diverse systems and procedures of a multitude of health insurance providers.

CROSS REFERENCE TO RELATED APPLICATION

This application claims priority to U.S. Provisional Application No.61/898,965, titled “Preauthorization Management System” filed Nov. 1,2013, which is hereby incorporated by reference in its entirety.

BACKGROUND

Most, if not all, payers of health insurance benefits have rulesrequiring beneficiaries of a health insurance plan to obtainpreauthorization for certain medical services. For example, the payermay require preauthorization for medical services that are deemedexpensive, experimental, and/or routinely unnecessary. Ifpreauthorization in not obtained, the payer is not obligated to pay forthe medical service. The rules and procedures for obtainingpreauthorization are different for each payer and may vary between thedifferent insurance plans offered by a single payer.

Obtaining preauthorization is generally too complicated or burdensomefor the patient. Accordingly, health care providers shoulder theresponsibility of learning the unique rules and procedures relating topreauthorization for each health insurance plan offered by each payerwith whom the health care provider works. All too often, the rules aboutwhat medical services require preauthorization and/or the procedures forobtaining preauthorization are not well-documented or readily availableto the insured or the health care provider and may change withoutnotice.

The problems associated with preauthorizations faced by health careproviders include difficulty in identifying medical services thatrequire preauthorization for different plans and payers, proceduralissues relating to submitting requests for preauthorization, and keepingtrack of pending requests to ensure that preauthorization is obtained.Dealing with these problems adds administrative overhead in the form ofadditional staff, special procedures, and/or ongoing training, all ofwhich increases expenses of the health care provider. An estimated $31billion per year is spent dealing with prior authorizations. Theconsequences of mistakes when preauthorization is required include, forexample, claim payments being delayed to claims being denied and unpaid.It is with respect to these and other considerations that the presentinvention has been made.

BRIEF SUMMARY

Various embodiments of a preauthorization management system allow ahealth care provider to submit a preauthorization request and track thestatus of the preauthorization request until a final determination isreached. Once a preauthorization request has been submitted, thepreauthorization management system monitors the status of the requestuntil a final disposition is reached. The preauthorization managementsystem documents the submission and determination process to provide arecord that may be used to show an event or outcome occurred.

Embodiments of the preauthorization management system include apreauthorization request engine running on a computing device. Thepreauthorization request engine is in communication with one or moredatabases including, but not limited to, a payer database, a requestdatabase, and a work queue database. Some embodiments of thepreauthorization management system include an internal web serverrunning an intermediary web service that accepts web service calls fromthe preauthorization management engine. When a web service call from thepreauthorization management engine is received, the intermediary webservice accesses the web content from the payer system and displays itin a web portal viewable through the user agent. In various embodiments,the web content from the payer system is displayed along withsupplemental web content provided by the preauthorization managementsystem that offers additional information and/or guidance to the user.

The preauthorization management method executed by the preauthorizationmanagement system begins after the preauthorization management systemreceives an order entered by the health care provider that includes amedical service requiring preauthorization. The preauthorizationmanagement system may automatically initiate the preauthorizationrequest submission process for orders requiring preauthorization.Alternatively, the preauthorization request submission process may bemanually initiated by the user. The preauthorization management systemdetermines whether the payer system provides electronic statusinformation (e.g., online) or inquiries must be made manually (e.g., bytelephone or fax). If the payer system provides electronic statusinformation, the preauthorization management system contacts the payersystem to determine if a preauthorization request has been previouslysubmitted to avoid making a duplicate preauthorization request for thepatient and the medical service.

If a preauthorization request for the patient and the medical service isnot pending, the preauthorization management system determines whetherthe payer system accepts electronic submissions or submissions must bemade manually. If the payer system accepts electronic submissions, thepreauthorization management system attempts to automatically submit thepreauthorization request to the payer system.

In various embodiments, the preauthorization management system extractsand evaluates the information in the response from the payer system,updates the authorization record associated with the preauthorizationrequest based on the information in the response from the payer system.In various embodiments, the preauthorization management system moves thepreauthorization request to the appropriate work queue based on theresponse from the payer system. The preauthorization management systemmay also maintain work queues for scheduling automatic status inquiries,which may or may not be directly visible to or accessible by the user inthe same manner as other work queues.

Embodiments of the preauthorization management system determine whichpending preauthorization requests qualify for automatic inquiries andautomatically perform a periodic status inquiry on a selected scheduleuntil a final determination is reached. Because the availability ofelectronic status inquiry systems may change from time-to-time, theauto-inquiry evaluation operation is a recurring operation.

BRIEF DESCRIPTION OF THE DRAWINGS

Further features, aspects, and advantages of the invention representedby the embodiments described present disclosure will become betterunderstood by reference to the following detailed description, appendedclaims, and accompanying Figures, wherein elements are not to scale soas to more clearly show the details, wherein like reference numbersindicate like elements throughout the several views, and wherein:

FIG. 1 illustrates one embodiment of the preauthorization managementsystem in a suitable operating environment;

FIG. 2 is a high level flowchart of one embodiment of the methodperformed by the preauthorization management system;

FIG. 3 illustrates one embodiment of the electronic preauthorizationstatus inquiry component of the preauthorization management method;

FIG. 4 illustrates one embodiment of the electronic preauthorizationrequest submission component of the preauthorization management method;

FIG. 5 is a high level flowchart of an alternate embodiment of thepreauthorization management method including preauthorizationreconciliation; and

FIG. 6 is a simplified block diagram illustrating example physicalcomponents of a computing device with which embodiments of the systemmay be practiced.

DETAILED DESCRIPTION

A preauthorization management system is described herein and illustratedin the accompanying figures. The preauthorization management systemallows a health care provider to submit a preauthorization request andtrack the status of the preauthorization request until a finaldetermination is reached. Once a request has been submitted, thepreauthorization management system monitors the status of the requestuntil a final disposition is reached. The preauthorization managementsystem documents the submission and determination process to provide arecord that may be used to show an event or outcome occurred. Thepreauthorization management system offers a simplified and uniformsystem for managing preauthorization for health care services thatreduces or eliminates the need for health care providers to learndiverse systems and procedures of a multitude of health insuranceproviders.

FIG. 1 illustrates one embodiment of the preauthorization managementsystem in a suitable operating environment. The preauthorizationmanagement system 100 may be maintained and operated by an intermediaryservice provider that acts as interface between health care providersand payers to normalize communication solutions, data requirements, andtransaction formats. In some embodiments, the preauthorizationmanagement system is maintained by the health care provider. Thepreauthorization management system communicates with a client device122, the provider information system 126, and/or a payer system 140 overa computer network 102, such as the Internet.

The preauthorization management system 100 includes a preauthorizationrequest engine 104 running on a computing device 106. Thepreauthorization request engine is in communication with one or moredatabases including, but not limited to, a payer database 108, a requestdatabase 110, and a work queue database 112. While described as separatedatabases, the data storage of the preauthorization management systemmay be distributed among multiple databases or consolidated in a singledatabase.

The functionality of the preauthorization management system may bedistributed among multiple computing devices or consolidated in a singlecomputing device. In various embodiments, the preauthorizationmanagement system utilizes multiple servers with different assignedroles. For example, a highly distributed preauthorization managementsystem may include a front end server (e.g., an application server orweb server) that operates as the interface for communications with thehealth care provider, a database server that manages the data collectedby the preauthorization management system, a back end server (e.g., anapplication server or web server) that interacts with the payer system,and a fax server for sending documents to payers that do not acceptelectronic preauthorization requests and inquiries.

The payer database may have entries indicating one or more electronicdata interchange (EDI) health care transaction formats accepted by thepayer and/or universal resource locators (URLs) for EDI transaction orweb interface (e.g., web service or web site) endpoints that may be usedto electronically query the payer system for the status of apreauthorization request or electronically submit a preauthorizationrequest. The database may also include payer contact information (e.g.,a phone number, e-mail address, or mailing address) where a manualinquiry may be made. The request database contains entries relating toinformation such as, but not limited to, the current status, history,and documentation of preauthorization requests. The work queue databasecontains groupings of preauthorization requests based on the status ofeach preauthorization request. The groupings in the work queue databasemay also be based on additional information evaluated in conjunctionwith the status of each preauthorization request.

The illustrated embodiment shows a user 120 accessing thepreauthorization management system via the client device such as, butnot limited to, a general computing device and a mobile computing device(e.g., a smart phone or tablet). The client device is generally capableof running a user agent 124 used to access the preauthorizationmanagement system. Examples of suitable user agents include, but are notlimited to, a web browser and a preauthorization management systemclient application. In various embodiments, the user agent compatiblewith the preauthorization management system is capable of rendering ahypertext markup language (HTML) document.

The health care provider may also maintain a provider information systemrunning on a computing device 128. The provider information systemincludes a database 130 storing business and patient information used bythe health care provider, such as insurance information, electronicmedical records, billing information, and appointments. In variousembodiments, the provider information system interfaces with thepreauthorization management system. In some embodiments, thepreauthorization management system may update authorization recordsstored by the provider information system with information received fromthe payer system including, but not limited to, transaction identifiersused to track specific pending preauthorization requests andauthorization codes indicating approval (or rejection) of apreauthorization request. In some embodiments, the client deviceaccesses the preauthorization management system through the providerinformation system. In some embodiments, the client device and theprovider information system are consolidated into a single computingdevice.

Various embodiments of the preauthorization management system use acombination of EDI transactions, web services, web forms, and web pagesto interactively communicate with the client device, providerinformation system, and/or the payer system. In some embodiments, thepreauthorization management system may use electronic mail or facsimileto send information to the payer on behalf of the user or to the user.Communications (i.e., messages) between the preauthorization managementsystem, client device, provider information system, and the payer systemare encrypted or otherwise secured at or above the level required tocomply with applicable health care information privacy laws,regulations, and standards. The terms “request” and “response” may beused to generally describe message directionality and should not beconstrued as requiring any particular communication method or protocol.

EDI transactions are based on a standardized interface using strictlyformatted messages representing documents that allows thepreauthorization management system and the payer system to exchange andunderstand information with little to no human intervention. Humanintervention in the processing of a received message by either system istypically limited to dealing with error conditions, quality review, andother special situations. Examples of a suitable EDI health caretransaction formats include, but are not limited to, HL7, 278, and X12.

Web service transactions are through an interface described in acomputer readable format such as the Web Service Definition Language(WSDL) that defines the access point(s), method(s), and otherspecifications of the web service. The web service uses protocols suchas, but not limited to, the Simple Object Access Protocol (SOAP) forcommunication. The messages sent and received by the web service containthe actions and corresponding information specified in the web servicedefinition. The messages are written using use data formats such as, butnot limited to, the Extensible Markup Language (XML) and the SecurityAssertion Markup Language (SAML). The messages are typically sent overthe Internet using transport protocols such as, but not limited to, theHypertext Transfer Protocol (HTTP), the Hypertext Transfer ProtocolSecure (HTTPS), or the Simple Mail Transfer Protocol (SMTP). The webservice may be a Representational State Transfer (REST) compliantservice with a uniform set of methods or an arbitrary service with anarbitrary set of methods.

In the illustrated embodiment, the preauthorization management systemincludes an internal web server 114 running an intermediary web service116 that accepts web service calls from the preauthorization managementengine. When a web service call from the preauthorization managementengine is received, the intermediary web service accesses the webcontent from the payer system and displays it in a web portal viewablethrough the user agent. In various embodiments, the web content from thepayer system is displayed along with supplemental web content providedby the preauthorization management system that offers additionalinformation and/or guidance to the user. In some embodiments, theintermediary web service may inject additional logic into to web contentfrom the payer system to provide error checking or form validation. Insome embodiments, the intermediary web service may use frames around theweb portal to display the supplemental information or guidance to theuser. For example, the intermediary web service may guide the user tosupply missing data when filling out a preauthorization request form.After the completed form is submitted, the intermediary web service mayreceive the response from the payer system and perform additionalfunctions such as capturing an image of the web content received inresponse to the submission. The response and the image are then returnedto the preauthorization management system as a response to the webservice call. In some embodiments, the intermediary web service mayprocess the response and extract information. In other embodiments, theintermediary web service simply returns the response and responseprocessing is handled by the preauthorization management engine.

The preauthorization management system may be a module or component of alarger health care information system or health care management suiteoffered by the intermediary service provider providing functionalityincluding, but not limited to, any or all of patient intake, patientrecord maintenance, insurance eligibility verification, order checking,and claim submission. While user interactions may be described as ifdirectly handled by the preauthorization management system, it should beappreciated that the user interactions may actually be handled by one ormore other components of the larger system at different times and theinformation from those user interactions made available thepreauthorization management system. For example, a health care providermay enter patient and insurance information into a patient informationmodule during intake, order information into an order checking moduleafter the physician has seen the patient, and additional informationneeded to complete a preauthorization request into the preauthorizationmanagement system.

FIG. 2 is a high level flowchart of one embodiment of the methodperformed by the preauthorization management system. Thepreauthorization management method 200 begins after the preauthorizationmanagement system receives an order entered by the health care providerthat includes a medical service requiring preauthorization. Thepreauthorization management system may automatically initiate thepreauthorization request submission process for orders requiringpreauthorization. Alternatively, the preauthorization request submissionprocess may be manually initiated by the user.

In various embodiments, the order information is entered into anelectronic form displayed to the user on the client device. In someembodiments, the electronic form is an electronic order form thatcollects the basic information needed for preprocessing of the order.The basic information may include, but is not limited to, patientinformation (e.g., name, contact information, and/or Social SecurityNumber), payer information (e.g., payer identifier), insuranceinformation (e.g., plan number and subscriber number), preliminarydiagnosis information (e.g., one or more diagnosis codes), informationabout the medical services ordered (e.g., one or more treatment codes).In some embodiments, the electronic order form collects informationneeded to make a preauthorization request when the order is placed.

The preauthorization request submission process typically begins with aninquiry format identification operation 202 to determine whether thepayer system provides electronic status information (e.g., online) orinquiries must be made manually (e.g., by telephone or fax). If thepayer does not accept electronic inquiries, the preauthorizationmanagement system may perform a manual inquiry assistance operation 204offering various types of assistance to the user, such as providingpayer contact information, preparing inquiry forms, and faxing inquiryforms to the payer.

If the payer system provides electronic status information, thepreauthorization management system executes an electronic status inquiryoperation 206 that contacts the payer system to determine if apreauthorization request has been previously submitted to avoid making aduplicate preauthorization request for the patient and the medicalservice. Because locating an existing preauthorization request maydepend upon the amount, types, accuracy, and/or consistency of theinformation available in the health care provider records, theintermediary records, and the payer records including orders andauthorization records, the electronic status inquiry operation attemptsto locate preauthorization request status using a variety of techniquesand combinations of information.

In various embodiments, the electronic status inquiry operation maybegin by attempting to locate the preauthorization request status usinga notification or prior authorization identifier to directly obtaininformation about a specific preauthorization request.

If the preauthorization request status is not found, the electronicstatus inquiry operation may continue by attempting to locate healthinformation specific to a subscriber or individual patient usinginformation such as, but not limited to, one or more of the subscriber(i.e., enrollee) number in combination with the patient's date of birth,the subscriber number in combination with a partial or complete name,and the patient's first and last names in combination with the patient'sdate of birth and state. The health information returned by the payer isthen parsed (e.g., by keyword searching) to locate information relatedto the preauthorization request.

If the preauthorization request status is still not found, theelectronic status inquiry operation may continue by attempting to locatehealth information specific to the physician ordering the service (e.g.,by the physician's name, tax identifier, license number, or otheridentifier). The health information returned by the payer is then parsed(e.g., by keyword searching) to locate information related to thepreauthorization request. For example, the results may be searched tolocate records matching information such as, but not limited to, some orall of the subscriber number, the patient's first name, the patient'slast name, and the patient's date of birth.

If the preauthorization request status is continues to be not found, theelectronic status inquiry operation may continue by attempting to locatehealth information for the participating health care provider, which maybe a practice, a hospital, or even a regional or national health caresystem, and may involve a significant number of information returned bythe payer. The health information returned by the payer is then parsed(e.g., by keyword searching) to locate information related to thepreauthorization request. For example, the results may be searched tolocate records matching information such as, but not limited to, some orall of the subscriber number, the physician's name or identifier, thepatient's first name, the patient's last name, and the patient's date ofbirth.

In some cases, the information returned by the payer for searches bypatient, physician, or health care provider may include statusinformation that can be parsed directly from the results. In othercases, the health information returned by the payer may only provide anotification or prior authorization identifier requiring the electronicstatus inquiry operation to conduct an additional search using thenotification or prior authorization identifier to retrieve actual statusinformation. In some embodiments, the amount of health informationrequested when searching by patient, physician, or health care providermay be limited by start and/or end dates for the health care service toreduce the amount of information that must be parsed.

In various embodiments, the electronic status inquiry operation attemptsto locate the preauthorization request status in an efficient manner.For example, the sequence of searches described above begins with themost direct searches before moving to more general searches requiringparsing of increasing amounts of information. If the information for aparticular search is not available, the electronic status inquiryoperation may skip that search and move to the next search for whichsufficient information is available. In some embodiments, the searchorder may vary depending upon the payer. For example, some payers maynot provide the capability of conducting certain searches or may notprovide useful information in response to certain searches. Theelectronic status inquiry operation may learn that some searches areunproductive for a payer and adjust the search methodology for thatpayer.

In a preauthorization check operation 208, the preauthorizationmanagement system evaluates the response from the payer system todetermine if a preauthorization request for the patient and the medicalservice is pending.

If a preauthorization request for the patient and the medical service isnot pending, a submission format identification operation 210 determineswhether the payer system accepts electronic submissions or submissionsmust be made manually. If the payer does not accept electronicinquiries, the preauthorization management system may perform a manualsubmission assistance operation 212 offering various types of assistanceto the user, such as providing contact information, preparing manualsubmission forms, and faxing submission forms to the payer. In someembodiments, the submission format is determined at the same time theinquiry format is determined. If the payer system accepts electronicsubmissions, the preauthorization management system executes anelectronic preauthorization request submission operation 214 attempts toautomatically submit the preauthorization request to the payer system.

A status update operation 216 extracts and evaluates the information inthe response from the payer system and updates the authorization recordassociated with the preauthorization request based on the information inthe response from the payer system. In various embodiments, the statusinformation received in response to the preauthorization requestsubmission is a receipt confirmation that includes a unique transactionidentifier or other information that may be used to identify and verifythe transaction. In some embodiments, some or all of the informationobtained from the payer system is used to populate the correspondingfields in the preauthorization request form viewable by the user. Thepreauthorization management system may optionally update the records ofany connected systems (e.g., the provider information system) with thestatus information. Evaluation of the response may be as simpledetermining whether or not the payer system returns an authorizationnumber for the preauthorization request. In some embodiments, theresponse is parsed for keywords (e.g., approved, certified, error,pending, denied, or rejected).

In various embodiments, the preauthorization management system moves thepreauthorization request to the appropriate work queue based on theresponse from the payer system. In various embodiments, the work queuesmay be based on the basic status. For example, preauthorization requestsmay be placed in status-based work queues (e.g., approved, rejected, orpending). If an attempted submission was accepted, the preauthorizationrequest may be placed in a queue showing recently filed or pendingpreauthorization requests. If an attempted submission was rejected dueto missing information or errors, the preauthorization request may beplaced in a queue showing preauthorization requests requiring the userto correct or supply additional information. In some embodiments,preauthorization requests may be placed in multiple work queuesproviding the user with additional information. For example, separatestatus-based work queues may be created for each payer or for specificmedical services (or classes thereof) allowing the user to see patterns(e.g., payers or medical services with atypical rejection rates).

In various embodiments, the status update operation looks at additionalinformation such as, but not limited to, the date of a scheduledappointment associated with the preauthorization request and theavailability of the payer system when determining the appropriate workqueue. For example, if status information was not returned by the payersystem and the payer system was available, the preauthorization requestmay be placed in a queue showing preauthorization requests withoutcurrent status information. If status information was not returned bythe payer system and the payer system was unavailable, thepreauthorization request may be placed in a queue showingpreauthorization requests to be rechecked when the payer system becomesavailable. If the patient has a scheduled appointment for the medicalservice within a selected amount of time and approval has not beenobtained, the preauthorization request may be placed in a work queue formedical services at risk of not being paid due to lack ofpreauthorization. This allows appointments to be rescheduled andresources (e.g., operating rooms) to be released and avoid incurringmedical fees that may go unreimbursed by the payer and/or the patient.In the case of a rejection, the preauthorization request may be placedin a work queue showing preauthorization requests where an appeal may befiled. These examples of work queue management are intended toillustrate the variety and types of work queues that may be availableand should not be construed as limiting the preauthorization managementsystem.

The preauthorization management system may also maintain work queues forscheduling automatic status inquiries, which may or may not be directlyvisible to or accessible by the user in the same manner as other workqueues. Preauthorization requests may be automatically placed in aninquiry schedule work queue automatically based on a schedule agreedupon between the health care provider and the intermediary or the timebefore a scheduled appointment. The user may also choose to manuallyadd, move, or delete a particular automatic inquiry without altering theremaining schedule. Inquiry schedule work queues may also be broken downby payer or by payer and plan allowing a single supported inquiry formatcheck to be performed for each group rather than for eachpreauthorization request.

The preauthorization management system may use intelligent scheduling ofthe automatic status inquiries based on criteria such as, but notlimited to, the date of service. In one embodiment, the automatic statusinquiry is scheduled to run every 24 hours when the date of service wasbetween three and six days ago, every 12 hours when the date of servicewas the day before to three days ago, every 8 hours when the date ofservice is today within the next seven days (including the currentdate), every 24 hours when the date of service is between eight and 14days away, every 72 hours when the date of service is more than 14 daysaway, and never when the date of service was more than six days ago.

In the case of a manual inquiry assistance operation and the manualsubmission assistance operation, a manual status update operation 218allows the user to update the status of preauthorization request in thepayment management system, place the preauthorization request in theappropriate work queue, and, optionally, any connected systems (e.g.,the provider information system), based on the status informationmanually entered by the user.

A final determination operation 220 determines if the status of thepreauthorization request reported by the payer system or manuallyentered by the user corresponds to a final determination (e.g., approvalor rejection). If the preauthorization request has been approved, nofurther action is generally necessary and preauthorization management isconsidered complete. If the preauthorization request has been rejected,preauthorization management is considered complete in the sense that thepreauthorization request does not require further monitoring unless theuser initiates a subsequent action such as, but not limited to filing anappeal of the rejection.

The preauthorization management system automatically monitors pending(i.e., without a final determination) preauthorization requests until afinal determination has been reached through a recurring status inquiryoperation 222 determines which pending preauthorization requests qualifyfor automatic inquiries and automatically performs a periodic statusinquiry on a selected schedule until a final determination is reached.In one embodiment, an auto-inquiry evaluation operation determineswhether automatic inquiry is available for a preauthorization request inthe preauthorization management system. In various embodiments, theautomatic preauthorization request monitoring operation involveschecking to see the payer provides electronic status information in acomputer readable format. In some embodiments, the preauthorizationmanagement system checks the payer, the plan, and/or other identifyinginformation associated with the preauthorization request against adatabase storing the available communication methods supported by thepayer. For example, the database may have entries indicating one or moreEDI health care transaction formats accepted by the payer or universalresource locators (URLs) for web services or forms that may be used toquery the payer system for the status of a preauthorization request.

Because the availability of electronic status inquiry systems may changefrom time-to-time, the auto-inquiry evaluation operation is a recurringoperation. For example, the payer may implement an online inquiry systemor a script to scrape and parse the status web page generated bysubmission of inquiry web form may be created and added to thepreauthorization management after the preauthorization request wasfiled. Conversely, a previously accessible electronic status inquirysystem may become inaccessible should the payer might change to an EDIhealth care transaction format not supported by the preauthorizationmanagement system or alter the status web page in manner that breaks thescreen scraping script used by the preauthorization management system.In various embodiments, the preauthorization management system performsthe auto-inquiry evaluation operation as each preauthorization requestcomes up for a scheduled inquiry. In some embodiments, the auto-inquiryevaluation operation occurs as a batch operation on some or all of thepreauthorization requests being handled by the preauthorizationmanagement system independently of the inquiry schedules (if any) forthe individual preauthorization requests.

If electronic status inquiry is not available, no further processing forthat preauthorization request is necessary at that time, but, asdiscussed above, the preauthorization management system will recheck theavailability of electronic status information at a later time.Otherwise, the auto-inquiry evaluation operation may perform additionalactivities or pass control to a subsequent operation. In someembodiments, if electronic status information becomes available for apreauthorization request without a recurring status inquiry schedule,the preauthorization request may be flagged to have a recurring statusinquiry schedule applied. Alternatively, a recurring status inquiryschedule based on a default schedule or a preset schedule agreed on bythe health care provider and the preauthorization management serviceprovider.

FIG. 3 illustrates one embodiment of the electronic status inquiryoperation automatically initiated by the preauthorization managementsystem or manually initiated by the user. Generally, the electronicstatus inquiry operation begins with a supported inquiry formatdetermination operation 302 in which the preauthorization managementsystem identifies whether the payer accepts electronic status inquiriesand, if so, the manner in which the electronic status inquiry is made.In various embodiments, the preauthorization management system checksthe payer, the plan, and/or other identifying information associatedwith the preauthorization request against the available communicationmethods supported by the payer (e.g., against the payer informationdatabase).

If the payer system uses EDI for health care transactions, thepreauthorization request generation operation 304 generates a messageusing the EDI health care transaction format understood by the payersystem. The EDI inquiry communication operation 306 sends the EDImessage to the payer system and receives the EDI response.

Otherwise the preauthorization management system performs a webinterface operation 308 that accesses the web interface of the payersystem to make the status inquiry. In various embodiments, the payersystem exposes a defined web service for consumption by thepreauthorization management system. In other embodiments, thepreauthorization management system interacts with web-based forms andresult pages served by the payer system. In such case, thepreauthorization management system may execute one or more scripts thatpopulate the fields of and submit a web form to the payer system.

The web interface communication operation 310 submits the inquiry to thepayer system and receives the response. In various embodiments, theresponse is a message corresponding to a defined web service. In otherembodiments, the response is a web page, and the preauthorizationmanagement system may execute scripts that use screen scraping or othertechniques to capture and parse results information from the web pagegenerated in response to the submitted web form. An inquiry screencapture operation 312 captures an image of the web page returned by thepayer system. The screen capture is associated with the preauthorizationrequest and stored in the preauthorization database.

FIG. 4 illustrates one embodiment of the electronic preauthorizationrequest submission operation automatically initiated by thepreauthorization management system or manually initiated by the user. Ingeneral, the electronic preauthorization request submission operation issimilar to the electronic inquiry submission operation. The electronicpreauthorization request submission operation begins with a supportedsubmission format determination operation 402 in which thepreauthorization management system identifies whether the payer acceptselectronic preauthorization requests and, if so, the manner in which theelectronic submission is made. In various embodiments, thepreauthorization management system checks the payer, the plan, and/orother identifying information associated with the preauthorizationrequest against the available communication methods supported by thepayer (e.g., against the payer information database).

If the payer system uses EDI for health care transactions, thepreauthorization request generation operation 404 generates a messageusing the EDI health care transaction format understood by the payersystem. The EDI inquiry communication operation 406 sends the EDImessage to the payer system and receives the EDI response. Whensubmitting a preauthorization request via EDI, the content of thepreauthorization request message is well defined. In other words, thepreauthorization management system knows what information must beincluded in a properly formatted EDI preauthorization request message.This allows the preauthorization management system to collect theinformation needed for EDI preauthorization request message at the timethe order is entered or at any time before sending the EDIpreauthorization request message to the payer system.

Otherwise the preauthorization management system performs a webinterface interaction operation 408 that accesses the web interface ofthe payer system to prepare the preauthorization request. In variousembodiments, the payer system exposes a defined web service forconsumption by the preauthorization management system. In otherembodiments, the preauthorization management system interacts withweb-based forms and result pages served by the payer system. In suchcase, the preauthorization management system may execute one or morescripts that populate the fields of the web form.

In various embodiments, the preauthorization management system opens thepayer web site in a web portal. The preauthorization management systemthen guides the user in filling out the web-based form. In variousembodiments, the preauthorization management system pre-populates theweb form using data previously supplied by user. For example, data maybe obtained when the order was submitted to the preauthorizationmanagement system or through other interactions. In some embodiments,the preauthorization management system may employ a script to populatethe web form.

Embodiments the preauthorization management system may perform a requestvalidation operation 410 that determines whether the request isincomplete or contains errors (e.g., invalid dates, patient identifiers,or plan identifiers). Missing data may be identified where thepreauthorization management system does not have data for acorresponding field on the payer web form. Missing data may also beidentified by parsing the payer web form to identify blank fields and/orfrom warning or error messages generated by the payer system.

During a request completion operation 412, the preauthorizationmanagement system prompts the user to enter missing data. This allowsthe preauthorization management system to offer guidance to the userwhen the payer system requires more information than is normallyincluded in the order or otherwise stored by the preauthorizationmanagement system. Guidance may be displayed to a user through varioustechniques including, but not limited to, in-user agent (e.g.,in-browser) messages or content in frames around the web portal.

Various embodiments of the preauthorization management system capturethe questions asked (e.g., the form) and the answers provided during thepreauthorization request submission process for use in furtherautomating the preauthorization request submission process in the futurefor some or all users of the preauthorization management system and/or aspecific user. The questions and answers may be parsed (e.g., by keywordsearching) to locate information that can be automatically provided inthe future. For example, the order may specify CPT® codes while thepayer form may require ICD-9 codes. By analyzing the captured questionsand answers, the preauthorization management system can learn that thehealth care provider had to engage in redundancy by providing ICD-9codes in addition to the CPT® codes already provided. Knowing this, thepreauthorization management system can automatically convert the CPT®codes provided in the order to ICD-9 codes and prepopulate the form forfuture submissions to the payer.

The web interface communication operation 414 submits the completedrequest to the payer system and receives the response. In variousembodiments, the response is a message corresponding to a defined webservice. In other embodiments, the response is a web page, and thepreauthorization management system may execute scripts that use screenscraping or other techniques to capture and parse results informationfrom the web page generated in response to the submitted web form. Asubmission screen capture operation 416 captures an image of the webpage returned by the payer system. The screen capture is associated withthe preauthorization request and stored in the preauthorizationdatabase.

FIG. 5 is a high level flowchart of an alternate embodiment of thepreauthorization management method including preauthorizationreconciliation. Preauthorization reconciliation occurs following theservice data receipt operation 502 where the preauthorization managementsystem receives service data from a third party such as, but not limitedto, the health care provider or the payer. The service data may beobtained from a reporting of procedures performed by the health careprovider such as, but not limited to, submitted claims and periodicdumps of performed services (e.g., a daily upload of all procedure codesentered into the health care provider information system).

The preauthorization reconciliation operation 504 processes the servicedata to identify services actually performed that are inconsistent withthe services for which preauthorization was obtained. For example, theprocedure codes for the services provided to a patient are compared tothe procedure codes submitted in a preauthorization request submittedfor that patient. In some embodiments, the preauthorizationreconciliation operation only processes services for which apreauthorization request is pending or has been approved. Thepreauthorization reconciliation operation may utilize the order andauthorization records maintained by the preauthorization managementsystem and/or the health care provider information system. In someembodiments, the preauthorization reconciliation operation performsstatus inquiries against the payer system at this time. In someembodiments, the preauthorization reconciliation operation may alsoidentify services actually performed for which preauthorization has notbeen obtained.

If the services provided are the same services for which apreauthorization request is pending or has been approved, no action isnecessary at this time and preauthorization management is consideredcomplete.

If the services provided are not the same services for whichpreauthorization has been requested or approved, a notify operation 506alerts the health care provider that the preauthorization request mayrequire amendment or resubmission to reduce the likelihood that thepayer will deny a claim for the services provided. In some embodiments,the notify operation places the preauthorization request in a work queuefor preauthorization requests that require review and rework. Afterreview or rework, the reworked preauthorization request or a newpreauthorization request may be submitted using the preauthorizationmanagement system.

Embodiments of the invention may be implemented via local and remotecomputing and data storage systems. Such memory storage and processingunits may be implemented in a computing device, such as computing device600 of FIG. 6. Any suitable combination of hardware, software, orfirmware may be used to implement the memory storage and processingunit. For example, the memory storage and processing unit may beimplemented with computing device 600 or any other computing devices618, in combination with computing device 600, wherein functionality maybe brought together over a network in a distributed computingenvironment, for example, an intranet or the Internet, to perform thefunctions as described herein. Such systems, devices, and processors (asdescribed herein) are examples and other systems, devices, andprocessors may comprise the aforementioned memory storage and processingunit, consistent with embodiments of the invention.

With reference to FIG. 6, a system consistent with embodiments of theinvention may include one or more computing devices, such as computingdevice 600. The computing device 600 may include at least one processingunit 602 and a system memory 604. The system memory 604 may comprise,but is not limited to, volatile (e.g. random access memory (RAM)),non-volatile (e.g. read-only memory (ROM)), flash memory, or anycombination. System memory 604 may include operating system 605, one ormore programming modules 606, and may include a preauthorizationmanagement engine 104 having sufficient computer-executableinstructions, which when executed, performs functionalities as describedherein. Operating system 605, for example, may be suitable forcontrolling the operation of computing device 600. Furthermore,embodiments of the invention may be practiced in conjunction with agraphics library, other operating systems, or any other applicationprogram and is not limited to any particular application or system. Thisbasic configuration is illustrated in FIG. 6 by those components withina dashed line 608. Computing device 600 may also include one or moreinput device(s) 612 (keyboard, mouse, pen, touch input device, etc.) andone or more output device(s) 614 (e.g., display, speakers, a printer,etc.).

Although embodiments of the present invention have been described asbeing associated with data stored in memory and other storage mediums,data can also be stored on or read from other types of computer-readablemedia, such as secondary storage devices, like hard disks, floppy disks,or a CD-ROM, or other forms of RAM or ROM. The term computer-readablestorage medium refers only to devices and articles of manufacture thatstore data and/or computer-executable instructions readable by acomputing device. Computer-readable storage medium do not includecommunications media.

Further, the stages of the disclosed method may be modified in anymanner, including by reordering stages and/or inserting or deletingstages, without departing from the invention.

The computing device 600 may also include additional data storagedevices (removable and/or non-removable) such as, for example, magneticdisks, optical disks, or tape. Such additional storage is illustrated inFIG. 6 by a removable storage 609 and a non-removable storage 610.Computing device 600 may also contain a communication connection 616that may allow device 600 to communicate with other computing devices618, such as over a network in a distributed computing environment, forexample, an intranet or the Internet. Communication connection 616 isone example of communication media.

Program modules, such as the preauthorization management engine 104, mayinclude routines, programs, components, data structures, and other typesof structures that may perform particular tasks or that may implementparticular abstract data types. Moreover, embodiments of the inventionmay be practiced with other computer system configurations, includinghand-held devices, multiprocessor systems, microprocessor-based orprogrammable user electronics, minicomputers, mainframe computers, andthe like. Embodiments of the invention may also be practiced indistributed computing environments where tasks are performed by remoteprocessing devices that are linked through a communications network. Ina distributed computing environment, program modules may be located inboth local and remote memory storage devices.

Furthermore, embodiments of the invention may be practiced in anelectrical circuit comprising discrete electronic elements, packaged orintegrated electronic chips containing logic gates, a circuit utilizinga microprocessor, or on a single chip containing electronic elements ormicroprocessors. Embodiments of the invention may also be practicedusing other technologies capable of performing logical operations suchas, for example, AND, OR, and NOT, including but not limited tomechanical, optical, fluidic, and quantum technologies. In addition,embodiments of the invention may be practiced within a general purposecomputer or in any other circuits or systems.

Embodiments of the invention, for example, may be implemented as acomputer process (method), a computing system, or as an article ofmanufacture, such as a computer program product or computer readablemedia. The computer program product may be a computer storage mediareadable by a computer system and encoding a computer program ofinstructions for executing a computer process. Accordingly, the presentinvention may be embodied in hardware and/or in software (includingfirmware, resident software, micro-code, etc.). In other words,embodiments of the present invention may take the form of a computerprogram product on a computer-usable or computer-readable storage mediumhaving computer-usable or computer-readable program code embodied in themedium for use by or in connection with an instruction execution system.

Embodiments of the present invention may be utilized in variousdistributed computing environments where tasks are performed by remoteprocessing devices that are linked through a communications network in adistributed computing environment.

The description and illustration of one or more embodiments provided inthis application are intended to provide a complete thorough andcomplete disclosure the full scope of the subject matter to thoseskilled in the art and not intended to limit or restrict the scope ofthe invention as claimed in any way. The embodiments, examples, anddetails provided in this application are considered sufficient to conveypossession and enable those skilled in the art to practice the best modeof claimed invention. Descriptions of structures, resources, operations,and acts considered well-known to those skilled in the art may be briefor omitted to avoid obscuring lesser known or unique aspects of thesubject matter of this application. The claimed invention should not beconstrued as being limited to any embodiment, example, or detailprovided in this application unless expressly stated herein. Regardlessof whether shown or described collectively or separately, the variousfeatures (both structural and methodological) are intended to beselectively included or omitted to produce an embodiment with aparticular set of features. Further, any or all of the functions andacts shown or described may be performed in any order or concurrently.Having been provided with the description and illustration of thepresent application, one skilled in the art may envision variations,modifications, and alternate embodiments falling within the spirit ofthe broader aspects of the general inventive concept embodied in thisapplication that do not depart from the broader scope of the claimedinvention.

What is claimed is:
 1. A computer-implemented method of managing healthcare service preauthorization requests to avoid duplicatepreauthorization request processing for a health care service for apatient, the computer-implemented method comprising, as implemented byone or more computing devices configured with executable instructionsfor: executing an electronic preauthorization status inquiry operationassociated with an order from a health care provider system for thehealth care service comprising a medical procedure requiringpreauthorization before the medical procedure is performed, via apreauthorization management system, by: determining a status inquiryformat of a payer system associated with the order requiringpreauthorization; when the status inquiry format of the payer systemuses electronic data interchange (EDI) communications for health caretransactions: generating an EDI message associated with an electronicpreauthorization status according to the status inquiry format; sendingthe EDI message to the payer system; and receiving an EDI response withpreauthorization information from the payer system in response to theEDI message; when the status inquiry format of the payer system uses aweb interface for health care transactions: sending the electronicpreauthorization status inquiry as a web form via the web interface tothe payer system; receiving a web page with the preauthorizationinformation from the payer system in response to the web form; acquiringthe preauthorization information from the web page received from thepayer system in response to the web form; acquiring a screen capture ofthe web page received from the payer system; and associating the screencapture with the order requiring preauthorization; determining from thepreauthorization information received from the payer system in responseto the electronic preauthorization status inquiry operation if anelectronic preauthorization request associated with authorizing thehealth care service for the patient has been previously electronicallysubmitted to the payer system from the preauthorization managementsystem; identifying a preauthorization request status in response to adetermination of a previously submitted preauthorization requestassociated with authorizing the health care service for the patient,wherein the preauthorization management system attempts to locate thepreauthorization request status by: obtaining information about thepreviously submitted preauthorization request using a priorauthorization identifier; and if the preauthorization request status isnot determined according to the prior authorization identifier, thenobtaining information about the previously submitted preauthorizationrequest according to health information specific to a subscriber or thepatient; sending a preauthorization request to the payer system if thepreauthorization information received from the payer system in responseto the electronic preauthorization status inquiry operation indicatesthat there is no previously submitted preauthorization request;receiving a response from the payer system in response to thepreauthorization request; performing a status update operation to updatean authorization record associated with the preauthorization requestaccording to the information in the response from the payer system; anddetermining whether a final determination has been reached for thepreauthorization request or the previously submitted preauthorizationrequest based at least in part on the response from the payer system;after determination that a final determination has not been reached forthe preauthorization request or the previously submittedpreauthorization request, automatically establishing a recurring statusinquiry for the preauthorization request or the previously submittedpreauthorization request, the recurring status inquiry automaticallyperforming periodic status inquiries on an automatically set schedulebased at least in part on date of the health care service; calculatingan amount of time before the date of the health care service; andsetting the recurring status inquiry at a first time interval frequencywhen the calculated amount of time before the date of the health careservice meets a predetermined threshold, and setting the recurringstatus inquiry at a second time interval frequency when the calculatedamount of time before the date of the health care service does not meetthe predetermined threshold, wherein the first time interval frequencyis different from the second time interval frequency, and the first timeinterval frequency is less than the second time interval frequency. 2.The computer-implemented method of claim 1 further comprising executableinstructions for grouping the preauthorization requests into work queuesusing information from the response from the payer system or informationmanually entered into the preauthorization management system by theuser.
 3. The computer-implemented method of claim 1 further comprisingexecutable instructions for determining if the payer system acceptsautomated electronic preauthorization status inquiries.
 4. Thecomputer-implemented method of claim 1 further comprising executableinstructions for guiding a user through completing a web form forsubmitting the electronic preauthorization status inquiry or electronicpreauthorization request to the payer system.
 5. Thecomputer-implemented method of claim 4 further comprising executableinstructions for prompting a user to supply missing information neededto complete one or more electronic preauthorization requests.
 6. Thecomputer-implemented method of claim 4 further comprising executableinstructions for: logging into the payer system through thepreauthorization management system; and displaying the web form from thepayer system in a web portal on the preauthorization management system.7. The computer-implemented method of claim 4 further comprisingexecutable instructions for: displaying web content received from thepayer system in response to the electronic preauthorization statusinquiry with supplemental web content provided by the preauthorizationmanagement system in a web portal on the preauthorization managementsystem; capturing an image of the web content from the payer system;storing the image in the preauthorization management system; and linkingthe image with the associated preauthorization request.
 8. Thecomputer-implemented method of claim 1 further comprising executableinstructions for: preparing the electronic preauthorization requestbased on the patient and the health care service identified in the orderwhen the response from the payer system indicates that thepreauthorization request has not been submitted; and electronicallysubmitting the electronic preauthorization request to the payer system.9. The computer-implemented method of claim 1 further comprisingexecutable instructions for updating an information system maintained bythe health care provider with information received from the payer systemin the response to the electronic preauthorization status inquiry. 10.The computer-implemented method of claim 1 further comprising executableinstructions for periodically evaluating each pending preauthorizationrequest to determine if a status of each pending preauthorizationrequest can be obtained automatically.
 11. The computer-implementedmethod of claim 10 further comprising executable instructions forautomatically checking the status of each pending preauthorizationrequest that can be automatically checked through the payer system. 12.A system for managing health care service preauthorization requests toavoid duplicate preauthorization request processing for a medicalservice for a patient, the system comprising at least one internal webserver having a processor and memory for storing and executing apreauthorization management engine and web service, the system operableto: execute an electronic preauthorization status inquiry operationassociated with an order from a health care provider system for themedical service comprising a medical procedure requiringpreauthorization before the medical procedure is performed to: determinea status inquiry format of a payer system associated with the orderrequiring preauthorization; when the status inquiry format of the payersystem uses electronic data interchange (EDI) communications for healthcare transactions: generate an EDI message associated with an electronicpreauthorization status according to the status inquiry format; send theEDI message to the payer system; and receive an EDI response withpreauthorization information from the payer system in response to theEDI message; when the status inquiry format of the payer system uses aweb interface for health care transactions: send the electronicpreauthorization status inquiry as a web form via the web interface tothe payer system; receive a web page with the preauthorizationinformation from the payer system in response to the web form; acquirethe preauthorization information from the web page received from thepayer system in response to the web form; acquire a screen capture ofthe web page received from the payer system; and associate the screencapture with the order requiring preauthorization; determine from thepreauthorization information received from the payer system in responseto the electronic preauthorization status inquiry operation if anelectronic preauthorization request for the patient and the medicalservice has been previously electronically submitted to the payersystem; identify a preauthorization request status in response to adetermination of a previously submitted preauthorization requestassociated with authorizing the health care service for the patient,wherein the preauthorization management system attempts to locate thepreauthorization request status by: obtaining information about thepreviously submitted preauthorization request using a priorauthorization identifier; and if the preauthorization request status isnot determined according to the prior authorization identifier, thenobtaining information about the previously submitted preauthorizationrequest according to health information specific to a subscriber or thepatient; send a preauthorization request to the payer system if thepreauthorization information received from the payer system in responseto the electronic preauthorization status inquiry operation indicatesthat there is no previously submitted preauthorization request; receivea response from the payer system in response to the preauthorizationrequest; perform a status update operation to update an authorizationrecord associated with the preauthorization request according to theinformation in the response from the payer system; and determine whethera final determination has been reached for the preauthorization requestor the previously submitted preauthorization request based at least inpart on the response from the payer system; after determination that afinal determination has not been reached for the preauthorizationrequest or the previously submitted preauthorization request,automatically establish a recurring status inquiry for thepreauthorization request or the previously submitted preauthorizationrequest, the recurring status inquiry automatically performing periodicstatus inquiries on an automatically set schedule based at least in parton date of the health care service; calculate an amount of time beforethe date of the health care service; and set the recurring statusinquiry at a first time interval frequency when the calculated amount oftime before the date of the health care service meets a predeterminedthreshold, and set the recurring status inquiry at a second timeinterval frequency when the calculated amount of time before the date ofthe health care service does not meet the predetermined threshold,wherein the first time interval frequency is different from the secondtime interval frequency, and the first time interval frequency is lessthan the second time interval frequency.
 13. The system of claim 12further comprising a documentation memory storing an image of a webcontent response from the payer system.
 14. The system of claim 13further comprising a contact information memory storing at least one ofan electronic data interchange health care transaction format used bythe payer system, an endpoint address for health care transactions atthe payer system, and a uniform resource locator for a web interfaceendpoint at the payer system.
 15. The system of claim 14 furthercomprising a work queue memory for storing a plurality ofpreauthorization requests grouped into work queues based on at least thestatus received from the payer system.
 16. The system of claim 13further comprising: a front end accessed from a user agent on a clientdevice; and a web interface endpoint operable to receive a web servicecall from the front end, load the web content from the payer system in aweb portal displayable by the user agent, and provide guidancecorresponding to the web content from the payer system.
 17. Anon-transitory computer readable medium comprising computer executableinstructions which, when executed, perform a method for managing healthcare service preauthorization requests to avoid duplicatepreauthorization request processing for a health care service for apatient, the method comprising: executing an electronic preauthorizationstatus inquiry operation associated with an order from a health careprovider system for the health care service comprising a medicalprocedure requiring preauthorization before the medical procedure isperformed, via a preauthorization management system, by: determining astatus inquiry format of a payer system associated with the orderrequiring preauthorization; when the status inquiry format of the payersystem uses electronic data interchange (EDI) communications for healthcare transactions: generating an EDI message associated with anelectronic preauthorization status according to the status inquiryformat; sending the EDI message to the payer system; and receiving anEDI response with preauthorization information from the payer system inresponse to the EDI message; when the status inquiry format of the payersystem uses a web interface for health care transactions: sending theelectronic preauthorization status inquiry as a web form via the webinterface to the payer system; receiving a web page with thepreauthorization information from the payer system in response to theweb form; acquiring the preauthorization information from the web pagereceived from the payer system in response to the web form; acquiring ascreen capture of the web page received from the payer system; andassociating the screen capture with the order requiringpreauthorization; determining from the preauthorization informationreceived from the payer system in response to the electronicpreauthorization status inquiry operation if an electronicpreauthorization request associated with authorizing a health careservice has been previously electronically submitted to the payer systemfrom the preauthorization management system; identifying apreauthorization request status in response to a determination of apreviously submitted preauthorization request associated withauthorizing the health care service for the patient, wherein thepreauthorization management system attempts to locate thepreauthorization request status by: obtaining information about thepreviously submitted preauthorization request using a priorauthorization identifier; and if the preauthorization request status isnot determined according to the prior authorization identifier, thenobtaining information about the previously submitted preauthorizationrequest according to health information specific to a subscriber or thepatient; sending a preauthorization request to the payer system if thepreauthorization information received from the payer system in responseto the electronic preauthorization status inquiry operation indicatesthat there is no previously submitted preauthorization request;receiving a response from the payer system in response to thepreauthorization request; performing a status update operation to updatean authorization record associated with the preauthorization requestaccording to the information in the response from the payer system; anddetermining whether a final determination has been reached for thepreauthorization request or the previously submitted preauthorizationrequest based at least in part on the response from the payer system;after determination that a final determination has not been reached forthe preauthorization request or the previously submittedpreauthorization request, automatically establishing a recurring statusinquiry for the preauthorization request or the previously submittedpreauthorization request, the recurring status inquiry automaticallyperforming periodic status inquiries on an automatically set schedulebased at least in part on date of the health care service; calculatingan amount of time before the date of the health care service; andsetting the recurring status inquiry at a first time interval frequencywhen the calculated amount of time before the date of the health careservice meets a predetermined threshold, and setting the recurringstatus inquiry at a second time interval frequency when the calculatedamount of time before the date of the health care service does not meetthe predetermined threshold, wherein the first time interval frequencyis different from the second time interval frequency, and the first timeinterval frequency is less than the second time interval frequency. 18.The non-transitory computer readable medium of claim 17 comprising thecomputer executable instructions which, when executed, perform themethod, the method further comprising: storing an image of a web contentresponse from the payer system; automatically generating a front endinterface that electronically communicates with a client device; andreceiving a web service call, via a web interface endpoint, from thefront end interface, loading the web content from the payer system in aweb portal displayable by the user agent, and providing automatedelectronic guidance corresponding to the web content from the payersystem.
 19. The non-transitory computer readable medium of claim 17comprising the computer executable instructions which, when executed,perform the method, the method further comprising: electronicallyaccessing the payer system through the preauthorization managementsystem; and displaying the web form from the payer system in a webportal on the preauthorization management system.
 20. The non-transitorycomputer readable medium of claim 17 comprising the computer executableinstructions which, when executed, perform the method, the methodfurther comprising: displaying automatically aggregating web contentreceived from the payer system in response to the electronicpreauthorization status inquiry with supplemental web content providedby the preauthorization management system to generate aggregated webcontent; displaying the aggregated web content in a web portal on thepreauthorization management system; capturing an image of at least aportion of the web content from the payer system; associating the imagewith a unique image identifier; storing the image and the unique imageidentifier in the preauthorization management system; automaticallygenerating a link association between the image with the associatedpreauthorization request using the unique image identifier; storing thelink association in the preauthorization management system.